The player from Spain had requested a withdrawal less than two weeks before submitting this complaint. The payment had not been processed yet. The player reported three withdrawals of €500 each, totaling €1,500, all marked as 'under review' without updates or responses from the casino. Despite having provided the necessary documentation for account verification, no progress had been communicated. The complaint was ultimately rejected due to the player's lack of response to the Complaints Team's inquiries.
Spinsy Casino - Player claims that payment has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €500
Spinsy Casino
Safety Index:HighCase summary
Discussion
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8 months ago
Translation
Dear Spinsy Team,
I am writing to you to file a formal complaint due to the lack of response regarding three consecutive withdrawals of €500 each, made on June 22, 23, and 24 , which have remained in the "under review" status since then, with no update or communication from you.
Details of the withdrawals:
– June 22: €500. ID: da26fb40-9a43-4492-b2ec-94f48c5f156d
– June 23: €500. ID: 7acf687f-9354-4b3e-9d2e-c9b6848a646d
– June 24: €500. ID: 72bd973e-d7d9-4f39-a023-3106d6994959
In order to expedite the process, I voluntarily submitted all necessary documents for account verification via email, including:
– DNI on both sides
– Recent phone bill as proof of address
– Proof of the payment method used
Unfortunately, I have not received any confirmation or response regarding the receipt or review of this documentation, nor any progress on the processing of the withdrawals, which is completely unacceptable.
I request a clear and urgent response regarding the status of my withdrawals and verification of my documents, as well as a concrete estimate of the time remaining for the payments to be processed.
Automatic translation:
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8 months ago
Dear fgil99,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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8 months ago
TranslationI want to make it very clear that this is not a single withdrawal of €500, but a total of €1,500, corresponding to three withdrawals of €500 each, made on consecutive days: June 22, 23, and 24.
All withdrawals have remained in the "under review" status since then, and to date, I have not received any updates, responses, or progress from the casino. I have emailed all the necessary documentation for account verification (both sides of my ID, proof of address, and proof of payment method), but I haven't even received confirmation that they have received or reviewed it.
I'm seriously concerned that €1,500 has been blocked without justification or clear information, so I'm turning to this platform for help finding a solution as soon as possible.
Automatic translation:
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8 months ago
Dear fgil99,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
